Leaders in the world of digital communications services, software, and devices, Avaya recently announced their new offering in the contact centre space, designed to accelerate the path to digital transformation (DX). The unique “Avaya Mobile Experience” offering should increase information accuracy for call centres, reduce carrier costs, and enhance customer experience (CX) for the mobile contact centre market.
The new service is based on the cloud and offered on a consumption-based pricing structure. With Avaya Mobile Experience, contact centres can identify when calls are coming in from mobile devices, then access contextual information about the caller on their system for a more personalised customer service experience. The system also allows certain calls to be deflected into the mobile web for enriched client services.
Avaya Also Reveals an “IDaaS” Service
Aside from the Avaya Mobile Experience, another recent announcement from the communications company came in the form of an update about an Identity-as-a-service offering (IDaaS). Apparently, Post Quantum and Avaya are working together on an IDaaS solution powered by the blockchain which should improve contact centre security. The Avaya Mobile Experience will be one of the first systems to adopt IDaaS.
In a world where 70% of customer calls come from mobile devices, it’s crucial for contact centres to have a strategy for mobile connectivity. Usually, these companies need to pay carriers for each call that arrives over a toll-free line regardless of where that call comes from. This raises operational expenses and makes it harder to route calls to the right contact centre resources.
The Avaya Mobile Experience is designed to help enterprises overcome the issues with technology that has plagued contact centre environments to this point. The Avaya Mobile Experience can find people calling from their mobile and gather information on each customer so that mobile users calling a number that’s toll-free can have a more enriched experience, with the choice to send the call onto the web. When callers choose this option, the call ends, along with the per-minute costs.
Improving Flexibility in the UC World
The web interactions that come as part of the Avaya Mobile Experience come with available additions such as self-service solutions and chatbots, alongside the opportunity to re-escalate an issue back to voice or video. This means that call centres can provide a more in-depth omnichannel experience for customers. If the caller prefers to interact through voice, the details of the customer journey collected by the Avaya Mobile Experience will help the end agent to manage the call with more context and accuracy.
The Avaya Mobile Experience and IDaaS
Together, the Avaya Mobile Experience and IDaaS should minimise the risk of toll fraud for modern customers by authenticating mobile callers with biometrics. Additionally, the blockchain network will make it easier for contact centres to verify authentic customers.
According to early reports, the Avaya Mobile Experience will be available on a simplified pricing strategy, with no annual contracts or requirements for minimum spend. This service can be sold directly to companies around the US, and it can apply to calls that come from either Canadian, or US-based phone numbers.
